OTP codes not working on 17 Pro Max

[nllree]

Hi,

I was previously using a PAYG SIM with Lyca before getting a phone on an EE contract.

Everything is working except for receiving OTP codes.

So far, I have tried the following:

Normal calls/messages person-to-person works as it should.
Updated to the latest version of iOS.
Checked the messaging settings and confirmed that the correct mobile number is configured. I also tried enabling and disabling spam and unknown sender filtering, but it made no difference.
Reset the network settings, but that did not help.
Re-actived the eSIM throught the EE app.
Checked every possible thread on the forum, but nothing has worked.
I am based in UK and I am using only eSIM with the phone, I don't have physical SIM inserted.

I have spoken with EE Technical Support, but they either do not seem to understand the issue or are blaming Lyca and suggesting that a ticket be raised with them, which may take up to four days.

Unfortunately, this has been a very poor experience as a new customer, as the phone cannot be used properly until this issue is resolved.

Do you have any other suggestions, or do I simply have to wait an unknown amount of time for a response?

[nllree]

I cannot edit my post for some reason but I'd like to add the following :
It also seems that every second forum topic is reporting the same issue following a migration to EE, which suggests this may be a wider problem rather than an isolated case. Is there any way to expedite the process and speak directly with the escalation team? At this point, it does not appear that first-line support has any alternative solution to offer, and I would appreciate having the issue reviewed by the appropriate team as soon as possible.

[XRaySpeX]

@nllree : No, you need to call CS & they will deal with it or put you thro' to the right dept.

[nllree]

Thank you. I've just spoken with them again for the fifth time, but they refused to provide any incident or case reference number. They stated that the responsible team will investigate the issue, with an estimated resolution time of 24 hours.

This has been an extremely poor experience, and had I been aware of these issues beforehand, I would never have signed up with EE.

[Schockwave · Accepted solution]

@nllree , sorry to hear about your experience, but you can launch a complaint here:

https://ee.co.uk/help/contact-ee/complaint\

Well, that is exactly what they have done is giving it to the responsible team to investigate the issue, so they are taking it seriously and are doing something about it, by the sound of it, it just takes time, sorry.

[Ali_A]

Hi @nllree 

Welcome to the EE Community. 

Sorry to hear the experience joining us has not been as we'd expect. You've done the right thing contacting our Customer Service team about the issue you're having with receiving OTP codes. 

Just to set some context around the issue you're facing- there are two possible scenarios that could cause this. 
As you've joined us from another network and transferred your number, there is a chance the routing files from the previous network hadn't been created completely, so the guides will take this step first. 
Our Number Portability Team will contact your previous network to resend new files to be processed. 
We advise it can take 3-5 days as we rely on the previous network to process the request and get back in touch. 

In the other scenario our technical team would raise a ticket which generates a reference number you can quote, and completed quite quickly. 

We appreciate your patience while this is resolved.

Ali